Drilldown: GCXI Metric

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GCXI Metric > usedIn : Callback Summary Report or Outbound Email Report & project: None

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type:
None (2) · Disposition (2)
mediaType:
All (2) · Chat (2) · email (2) · Voice (2)
dataType:
None (4) · Number (2)
folder:
Callback (2) · iWD > Email (2)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · CBD4_DIAL_IGNORING_AVAILABILITY (2) · CB_.CALLBACK_CONNECTED (2) · CB_ABANDONED_WAITING_TIME (2) · CB_ABANDONED_WAITING_TIME_AVG (2) · CB_ABANDONED_WAITING_TIME_MAX (2) · CB_ACCEPTED_IMMEDIATE (2) · CB_ACCEPTED_SCHEDULED (2) · CB_ACCEPTED_WAIT_FOR_AGENT (2) · CB_CALLBACK_ABANDONED_PCT (2) · CB_CALLBACK_ACCEPTED (2) · CB_CALLBACK_ATTEMPTED (2) · CB_CALLBACK_ATTEMPTS (2) · CB_CALLBACK_CANCELED_PCT (2) · CB_CALLBACK_CONNECTED_PCT (2) · CB_CALLBACK_DECLINED_PCT (2) · CB_CALLBACK_OFFERED (2) · CB_CALLBACK_OFFER_TIME (2) · CB_CALLBACK_OFFER_TIME_AVG (2) · CB_CALLBACK_OFFER_TIME_MAX (2) · CB_CALLBACK_SUCCESSFUL (2) · CB_CALLBACK_SUCCESSFUL_PCT (2) · CB_CALLBACK_UNSUCCESSFUL_PCT (2) · CB_CONNECTED_ATTEMPT1 (2) · CB_CONNECTED_ATTEMPT2 (2) · CB_CONNECTED_ATTEMPT3 (2) · CB_CONNECTED_ATTEMPT4 (2) · CB_CONN_WAITING_AGENT_TIME (2) · CB_CONN_WAITING_AGENT_TIME_AVG (2) · CB_CONN_WAITING_AGENT_TIME_MAX (2) · CB_EWT_READY_TO_START_IXN (2) · CB_EWT_READY_TO_START_IXN_MAX (2) · CB_POS_READY_TO_START_IXN (2) · CB_POS_READY_TO_START_IXN_MAX (2) · CB_SAVED_TIME (2) · CB_SAVED_TIME_AVG (2) · CB_SAVED_TIME_MAX (2)
dbTable:
None (4) · AG2_CALLBACK_*.ACCEPTED_IMMEDIATE (2) · AG2_CALLBACK_*.ACCEPTED_SCHEDULED (2) · AG2_CALLBACK_*.ACCEPTED_WAIT_FOR_AGENT (2) · AG2_CALLBACK_[*].ABANDONED_WAITING_TIME (2) · AG2_CALLBACK_[*].ABANDONED_WAITING_TIME_MAX (2) · AG2_CALLBACK_[*].CALLBACK_ACCEPTED (2) · AG2_CALLBACK_[*].CALLBACK_ATTEMPTED (2) · AG2_CALLBACK_[*].CALLBACK_ATTEMPTS (2) · AG2_CALLBACK_[*].CALLBACK_CONNECTED (2) · AG2_CALLBACK_[*].CALLBACK_OFFERED (2) · AG2_CALLBACK_[*].CALLBACK_OFFER_TIME (2) · AG2_CALLBACK_[*].CALLBACK_OFFER_TIME_MAX (2) · AG2_CALLBACK_[*].CALLBACK_RETURNED (2) · AG2_CALLBACK_[*].CONNECTED_ATTEMPT1 (2) · AG2_CALLBACK_[*].CONNECTED_ATTEMPT2 (2) · AG2_CALLBACK_[*].CONNECTED_ATTEMPT3 (2) · AG2_CALLBACK_[*].CONNECTED_ATTEMPT4 (2) · AG2_CALLBACK_[*].CONN_WAITING_AGENT_TIME (2) · AG2_CALLBACK_[*].CONN_WAITING_AGENT_TIME_MAX (2) · AG2_CALLBACK_[*].EWT_READY_TO_START_IXN (2) · AG2_CALLBACK_[*].EWT_READY_TO_START_IXN_MAX (2) · AG2_CALLBACK_[*].FORCE_DIALED (2) · AG2_CALLBACK_[*].POS_READY_TO_START_IXN (2) · AG2_CALLBACK_[*].POS_READY_TO_START_IXN_MAX (2) · AG2_CALLBACK_[*].SAVED_TIME (2) · IWD_AGG_TASK_EMAIL.CMPL_QA_REVIEW_COUNT (2) · IWD_AGG_TASK_EMAIL.CMPL_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.NEW_TASK_COUNT (2)
calculation:
None (4) · "iWD\Email\Sent" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK" (2) · Calculated as iWD > Email > Agent Reply - iWD > Email > Agent Reply QA Review (2) · Calculated as iWD > Email > Sent QA Review / iWD > Email > Sent without ACK (2) · Calculated as the difference between the value of the Callback > Offered and Callback > Accepted metrics. (2) · Refer to the Abandon Waiting For Agent and Accepted Callback metrics. (2) · Refer to the Accepted and Canceled callback metrics. (2) · Refer to the Callback > Callbacks and Callback > Offer Time metrics. (2) · Refer to the Callback > Customer Connected and Callback > Time To Wait For Agent metrics. (2) · Refer to the Callback > Saved Time and Callback > Successful metrics. (2) · Refer to the Callback > Successful and Callback > Accepted callback metrics. (2) · Refer to the Callback > Successful and Callback > Accepted metrics. (2) · Refer to the Callback > Time To Abandon Waiting For Agent and Callback > Abandon Waiting For Agent metrics. (2) · Refer to the Callback > Customer Connected and Accepted metrics. (2) · Refer to the Callback > Offered and Accepted metrics. (2) · Sum("CMPL_QA_REVIEW_COUNT") (2) · Sum("NEW_TASK_COUNT") (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundAcknowledgement", "CMPL_TASK_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_QA_REVIEW_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_TASK_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Type"@"Interaction Type" = "Outbound", "CMPL_TASK_COUNT", 0)) (2)
usedIn: (Click arrow to add another value)
cloud:
None (2) · yes (2)
premise:
None (2) · yes (2)
project: (Click arrow to add another value)
notproject:
None (4)
anchor:
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